Doug’s at Berry Crossing — Restaurant in Rome

As a regular patron of Doug's Downtown, I was eager to visit their new branch at Berry Crossing. Unfortunately, my initial experience there was deeply disappointing and far from satisfactory.

We arrived just after 11 AM, and even though there was only one couple ahead of us, we had to wait 10-15 minutes to order due to computer issues. While this was mildly frustrating, it was understandable and could easily get over it. However, the real issue began at 11:21 AM, when we place our order for 3 people totaling $57.

After a considerable wait, we noticed that the family who ordered after us received their food. Concern turned into annoyance as we watched several other tables get served while we were left waiting. Upon inquiring about our order, a staff assured us that it was “coming up now,” but another 10 minutes passed with no food in sight. I then asked a different staff member about our order. With a confused look on his face, he asked for our ticket and took it to the back. It became apparent that they had lost our order and were now using our receipt to start from scratch as another 10 minutes goes by before our food finally arrived at 12:01 PM. At this point we had counted 7+ tables had been served, some of whom had finished eating and left the restaurant.

When they brought us our food, I expressed our complete disappointment to the person who seemed to be in charge (a different staff member than the ones before). He gave little to no apology, rather just a string of excuses and a refusal to acknowledge the lost order. Even when I asked for a discount on the bill, the response was evasive, offering only a cookie, which we explained was unacceptable due to dietary restrictions.

Although the food was acceptable, the customer service was severely lacking. This experience at Doug's at Berry Crossing was a stark contrast to the excellent service I'm used to at their downtown location. Regrettably, I can only rate this visit with 1 star, primarily because of the poor service and mishandling...

I ordered lunch at 1137 via the website and was given the pick up time of 12. One of my coworkers was kind enough to pick it up for me. However, she waited over 30 minutes after the pick up time for them to complete the order which wasted her entire lunch break. She received the order at 1230, 30 minutes after the pick up time. The website says fast service, which it undoubtedly was not. She finally parked her car and walked in after waiting through the drive through to ask if there was a problem. There were no attempts in the restaurant to make it right. I had also tried to call the restaurant 2 times to address the issue, however, no one is answering the phone. Therefore, I am leaving this review on here. If you are going to offer online ordering for convenient and fast pick up, then you need to do that, or make it right when there...

You can either order ahead and pickup or order at the counter. They bring the food to your table after that. I don't understand why they only have one burger with one patty and it doesn't come with cheese. Then all the other burgers come with two patties for $2 more. My suggestion is that all burgers can be purchased with 1 patty for $2 less. Having said all this the burgers tasted great. The fries on the other hand were okay. Mine were not cooked enough and were pretty salty. My wife and daughter's fries were ordered salt free and were overcooked and because of that they ate them. I wish I took a picture so you can see the difference. Having really good fries are a very important part of the meal to me when ordering a burger. It just completes the experience. Overall it wasn't bad but definitely could have...